According to the PwC report, “Experience is Everything: Here’s How to Get It Right,” companies may tout the new technology they’re using to improve CX, but they haven’t focused on — or invested in — the aspects of customer experience that mean the most to customers: speed, convenience, friendliness and knowledge.
The challenge, according to PwC: Use new technology with purpose to make the experience feel more human — without creating frustrations for customers and while making it easier for employees to support customers. How can companies best accomplish that?
